Enterprise Contact Center Architect

Capgemini • Full-time • Bridgewater, New Jersey, United States • 1w ago

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Role Location

This is a hybrid role & is open for candidates located in any of these locations : NYC , Dallas, Atlanta , Chicago & Nashville, TN

About The Job You’re Considering

We are seeking a Contact Center Architect to lead CX transformation initiatives and define enterprise contact center strategies. This role will work closely with client executives to design modern customer engagement solutions spanning CCaaS, CRM, AI, workforce engagement, analytics, and integrations.

Your Role

Define target-state contact center architectures and transformation roadmaps.
Lead assessments, platform selection, and modernization initiatives.
Design solutions across CCaaS, CRM, IVR, conversational AI, WEM/WFM, analytics, and data platforms.
Drive AI strategies including virtual agents, agent assist, and agentic workflows.
Support pursuits through RFP responses, solution design, workshops, and presentations.
Guide large-scale migrations from legacy platforms such as Avaya and Cisco.
Build trusted relationships with senior business and technology stakeholders.

Your Skills and Experience

10+ years of experience in Contact Center, CX, or Customer Engagement technologies.
5+ years in a Solution Architect or Lead Consulting role.
Experience with leading CCaaS platforms such as Genesys Cloud CX, NICE CXone, Amazon Connect, Five9, or similar.
Strong expertise integrating CCaaS, CRM, and enterprise systems using APIs.
Experience leading contact center transformation and migration programs.
Strong understanding of contact center operations, omnichannel, IVR, WFM, QM, and KPI management.
Pre-sales and client-facing consulting experience preferred.
Must be legally authorized to work in the United States without employer sponsorship now or in the future.

Preferred

Certifications in Genesys, NICE, Amazon Connect, Salesforce, or Google.
TOGAF certification.
Experience with Conversational AI, Generative AI, and LLM-powered customer service solutions.

#LI-MS4

The base compensation range for this role in the posted location is: $101,140 - $182,624

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:

Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

Click the following link for more information on your rights as an Applicant in the United States. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.